Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and leaders. Our authors coach us on creating a culture of...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal. Specifically this month, our authors talk...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

Hybrid, remote, or fully in-person? This month, our top blog posts are all about how to move forward in the new normal. Our authors offer insights on hiring and training remotely, the best ways...
The Future of Contact Centers?

The Future of Contact Centers?

Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover. Yet to keep delivering excellent customer service and support and making sales, centers must...
The Tone of Voice is Everything

The Tone of Voice is Everything

At my first call center job, I learned the ropes and learned the most that I could from my trainers, team leaders, mentors, and neighbors. I recall listening to my colleague who sat in front...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

I just wrapped up my 13th anniversary message for the March issue of Contact Center Pipeline. In doing so, I was reflecting on our very first issues of the magazine back in 2008. Just...
How to Enable Exceptional Experiences on Each Call

How to Ensure Exceptional Customer Service on Every Call

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his...
SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

Fixing the IRS’s Troubled Customer Service (From the SPECIAL REPORT)

Fixing the IRS’s Troubled Customer Service According to the White House, some 240 million individuals and businesses file tax returns every year. And help with those issues drives in millions of calls to the Internal...
Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your organization as required, with the maximum amount of operational flexibility...
'Golden' Rule of Customer Service

‘Golden’ Rule of Customer Service

It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation to our agents for the upcoming Customer Service Week in...

In Unusual Times, Replace the Usual Customer Service Phrases

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll...

Reducing Customer Service Friction

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers...

20 Empathy Statements to Show Stressed-Out Customers That You Care

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance...

Q&A with the Customer Service Summit’s Jasmine Kees

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We sat down with Jasmine Kees, the lead organizer of the...

Handling Irate Customers in the Financial Services Industry

“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating shouldn’t change because I quit my job and started my...
How to Prepare for 5 Customer Service Trends in 2019

How to Prepare for 5 Customer Service Trends in 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. Technology...
Adding Fuel to the Fire

Adding Fuel to the Fire

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to “worsen an already bad situation, as by increasing anger,...
Customer Service Vision Statement

The Customer Service Vision Statement

I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two years ago, I would have been in the same state...
Data-Driven Advice for Providing Excellent Customer Service

Data-Driven Advice for Providing Excellent Customer Service

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think that this is an easy question to answer—that there are...
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